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Amazon Connect Introduces Dynamic Outbound Caller ID

What is it?

Amazon Connect now allows you to set the phone number displayed on caller ID for outbound calls.

Read Amazon Connect’s official announcement here.

Why should I use it?

If your Amazon Connect contact center uses multiple phone numbers to make outbound calls, setting a single, consistent phone number as the caller ID display has a couple of benefits:

  • Customers recognize the phone number, associate it with your company, and are thus more likely to answer an agent’s callback.
  • Customers won’t have multiple phone number records for your company; they’ll know exactly what phone number to call to get in touch with your agents.

Dynamically setting a phone number as the caller ID display can also be advantageous:

  • Display a phone number for a specific line of business so the customer feels confident they’ll quickly reach the agents best suited to help them.
  • If your Amazon Connect instance seized multiple phone numbers to cover different regions, you can display a local phone number based on the customer’s account information (zip code, area code, or city) to ensure a higher answer or callback rate.

Does it incur additional fees?

Using dynamic outbound caller ID for Amazon Connect incurs no additional charges. Standard Amazon Connect pricing for service usage and associated telephony rates apply. See Amazon Connect Pricing for additional information.

How do I set it up?

To set a single, consistent phone number as the caller ID display, use the following instructions.

  1. From the Amazon Connect dashboard, hover over Routing and then click Contact Flows.
  2. Click the arrow next to Create Contact Flow to open the drop-down menu. Click Create outbound whisper flow. Note: The Call Phone Number block can only be used in an outbound whisper flow. For more information on outbound whisper flows, see Understanding Contact Flows.
  3. Expand the Interact menu and drag a Call Phone Number block to the canvas.
  4. Click the block to open its options.
  5. Select Caller ID number to display (optional).
  6. Select Select a number from your instance. Click the drop-down menu to select a phone number.
  7. Click Save.
  8. Click the arrow next to Save and then click Save & Publish.

To dynamically set a phone number as the caller ID display based on customer account information or line of business, use the following instructions.

  1. From the Amazon Connect dashboard, hover over Routing and then click Contact Flows.
  2. Click the arrow next to Create Contact Flow to open the drop-down menu. Click Create outbound whisper flow. Note: The Call Phone Number block can only be used in an outbound whisper flow. For more information on outbound whisper flows, see Understanding Contact Flows.
  3. Expand the Integrate menu and drag an Invoke AWS Lambda Function block to the canvas.
  4. Click the block to open its options. Use this block to look up customer data (e.g., zip code), and use an attribute to dynamically set the caller ID based on that customer data. Click Save.
  5. Expand the Interact menu and drag a Call Phone Number block to the canvas.
  6. Click the block to open its options.
  7. Select Caller ID number to display (optional).
  8. Select Use attribute. Use the attribute set by the function in the previous block to set the caller ID phone number.
  9. Click Save.
  10. Click the arrow next to Save and then click Save & Publish.

 

About Perficient

As an Amazon Partner Network (APN) Advanced Consulting Partner, Perficient can help customers of all sizes design, architect, build, migrate, and manage their Amazon Connect contact center. Our deep expertise in contact center implementation and Amazon Web Services paired with our attention to customer care ensures you get the best end-to-end solutions, including everything from hands-on technical assistance to managing organizational change.

Interested to learn more? Request a demo or contact us here.

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